Job Description

As a Product Support Specialist, your role is centered around providing unparalleled support to our customers, contributing significantly to their overall satisfaction. You will be at the forefront of managing customer interactions, handling queries, and taking ownership of reported issues. Collaborating closely with both the product and engineering teams, you will ensure that customer concerns are not only addressed promptly but also contribute to product improvements.

Roles and Responsibilities

Handling Customer Queries: You'll be responsible for addressing L1/L2 customer queries, taking ownership of reported issues, and ensuring timely resolution within SLA.
Collaboration: Work closely with the product and engineering teams to track and progress customer issues, providing seamless communication between teams.
Knowledge Base Management: Formulate and build comprehensive knowledge base articles for both Paperflite and Cleverstory, enhancing customer support efficiency.
Omnichannel Support: Provide omnichannel support through emails, tickets, chats, and calls, ensuring a holistic approach to addressing customer needs.

Desired Candidate Profile

Experience: Possess 1-2 years of overall experience in technical support or a customer-facing role.
Customer-Centric Mindset: Demonstrate unwavering commitment to resolving customer queries with determination and dedication.
Communication Skills: Exhibit strong verbal and written communication skills, essential for effective customer interaction.
Industry Experience: Prior experience in a B2B or SaaS product company is a significant advantage.
Content Writing: Strong content writing skills required for crafting articulate and informative knowledge-base articles.

Product Support

Job Description

Roles and Responsibilities

Desired Candidate Profile

Product Support

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